IntroductionThis report provides a comparative analysis of the leading CRM vendors in the higher education market in order to help institutions select a CRM solution based on its technology strength, presence in the market and ability to support the entire student lifecycle.Scope*Identifies which technology vendors higher education institutions should 'shortlist" when considering the purchase of a CRM solution*Provides a comparative technology assessment of the CRM solutions offered by leading vendors in the higher education market*Identifies which CRM solution providers have the most impact on the higher education market*Offers visibility into how well different CRM solutions support the entire student lifecycleHighlightsDelivering robust solutions that support a significant portion of the student lifecycle and having considerable market impact position Campus Management, Datatel, Hobsons' EMT, Oracle, RightNow Technologies and SunGard Higher Education as shortlist vendors.While vendors are preparing their solutions to support a more holistic and complete view of CRM across the entire student lifecycle, institutions have yet to jump 'with both feet' into this approach to relationship management.SIS vendors are pushing aggressively into the CRM in higher education market as a way not only to complete their solution sets, but to realize considerable revenue growth opportunities as well.Reasons to Purchase*Understand the topography of the competitive landscape for CRM in higher education*Identify the strengths and weaknesses of leading CRM vendors and their solutions*Obtain insight into how well key vendors support the entire student lifecycle with CRM

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Industry Solutions Guide: Selecting a CRM Vendor in the Higher
Education Market (Competitor Focus)
Published on June 2010
Report Summary
Introduction
This report provides a comparative analysis of the leading CRM vendors in the higher education market in order to help institutions
select a CRM solution based on its technology strength, presence in the market and ability to support the entire student lifecycle.
Scope
*Identifies which technology vendors higher education institutions should 'shortlist" when considering the purchase of a CRM solution
*Provides a comparative technology assessment of the CRM solutions offered by leading vendors in the higher education market
*Identifies which CRM solution providers have the most impact on the higher education market
*Offers visibility into how well different CRM solutions support the entire student lifecycle
Highlights
Delivering robust solutions that support a significant portion of the student lifecycle and having considerable market impact position
Campus Management, Datatel, Hobsons' EMT, Oracle, RightNow Technologies and SunGard Higher Education as shortlist vendors.
While vendors are preparing their solutions to support a more holistic and complete view of CRM across the entire student lifecycle,
institutions have yet to jump 'with both feet' into this approach to relationship management.
SIS vendors are pushing aggressively into the CRM in higher education market as a way not only to complete their solution sets, but
to realize considerable revenue growth opportunities as well.
Reasons to Purchase
*Understand the topography of the competitive landscape for CRM in higher education
*Identify the strengths and weaknesses of leading CRM vendors and their solutions
*Obtain insight into how well key vendors support the entire student lifecycle with CRM
Table of Content
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SUMMARY 1
Catalyst 1
Ovum View 1
Key Messages 1
Deep integration with other mission-critical applications is core to more substantive CRM uptake 2
SIS vendors are pushing hard into the market with their CRM offerings 2
Vendors are preparing for institution-wide CRM, on the institutional horizon, it is only a glimmer 2
A gap exists between vendor-led professional services and the development of CRM strategies 2
Horizontal solutions do not necessarily mean compromise on higher education specificity 3
TABLE OF CONTENTS 4
Market Developments 6
CRM teeters on the brink of widespread adoption in higher education 6
The CRM in Higher Education Industry Solutions Guide 9
Market leaders: Campus Management, Datatel, Hobsons' EMT, Oracle, RightNow Technologies & SunGard Higher Education 11
Challengers: Blackbaud, Education Systems, EnrollmentRx, Intelliworks & TargetX 12
Niche competitors: Azorus, Jenzabar, Microsoft & salesforce.com 13
Market Leaders 15
Market leaders: Technology assessment 15
Market leaders: Market impact 17
Market leaders: Student lifecycle 18
Vendor Analysis 20
Azorus 20
Recommendation: Explore 21
Blackbaud 22
Recommendation: Consider 23
Campus Management 24
Recommendation: Shortlist 25
Datatel 26
Recommendation: Shortlist 27
Education Systems 28
Recommendation: Consider 29
EnrollmentRx 30
Recommendation: Consider 31
Hobsons' EMT 32
Recommendation: Shortlist 33
Intelliworks 34
Recommendation: Consider 35
Jenzabar 36
Recommendation: Explore 37
Microsoft 38
Recommendation: Explore 39
Oracle 40
Recommendation: Shortlist 41
RightNow Technologies 42
Recommendation: Shortlist 43
Salesforce.com 44
Recommendation: Explore 45
SunGard Higher Education 46
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Recommendation: Shortlist 47
TargetX 48
Recommendation: Consider 49
APPENDIX 50
Ask the analyst 50
Summary scores 50
Ovum ratings 50
Abbreviations 51
Extended methodology 51
Technology assessment 51
Market impact 52
Student lifecycle 52
Sources 53
Further reading 53
Disclaimer 53
List of Tables
Table 1: Vendors included in the CRM in Higher Education Industry Solutions Guide 6
Table 2: The CRM in Higher Education Industry Solution Guide 10
Table 3: CRM in Higher Education Industry Solutions Guide - Vendor Summary Scores 50
List of Figures
Figure 1: The CRM in Higher Education Industry Solutions Guide 10
Figure 2: Market leaders: Technology assessment 15
Figure 3: Market leaders: Market impact 17
Figure 4: Market leaders: Student lifecycle 19
Figure 5: Azorus: CRM in Higher Education Assessments 20
Figure 6: Blackbaud: CRM in Higher Education Assessments 22
Figure 7: Campus Management: CRM in Higher Education Assessments 24
Figure 8: Datatel: CRM in Higher Education Assessments 26
Figure 9: Education Systems: CRM in Higher Education Assessments 28
Figure 10: EnrollmentRx: CRM in Higher Education Assessments 30
Figure 11: Hobsons' EMT: CRM in Higher Education Assessments 32
Figure 12: Intelliworks: CRM in Higher Education Assessments 34
Figure 13: Jenzabar: CRM in Higher Education Assessments 36
Figure 14: Microsoft: CRM in Higher Education Assessments 38
Figure 15: Oracle: CRM in Higher Education Assessments 40
Figure 16: RightNow Technologies: CRM in Higher Education Assessments 42
Figure 17: Salesforce.com: CRM in Higher Education Assessments 44
Figure 18: SunGard Higher Education: CRM in Higher Education Assessments 46
Figure 19: TargetX: CRM in Higher Education Assessments 48
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